¿MetroLift es puntual?

Yes, METROLift is a timely service. The on-time performance of service reliability standard for METROLift is comparable to METRO's local fixed route bus service. On-time service depends upon a partnership between our patrons, drivers and METRO staff. For the driver to find you without delay, be sure that METROLift has a record of all gate codes and other special instructions. Make sure that you are ready when the driver arrives and proceed immediately to the vehicle. Si todas las partes responsables para que la operación funcione de forma puntual cumplen con su parte, llegará a su destino a tiempo.

On the day of service, you can wait inside as long as you can see or hear the vehicle drive up. Si no puede, debe esperar afuera en donde pueda ver al vehículo.

Please use MACS or MACS-WEB for updated trip information. MACS and MACS-WEB offer patrons the ability to avoid call hold times while better managing their service. Always be ready and waiting 15 minutes before your scheduled time to prevent service delays. MACS and/or MACS-WEB will provide you with METROLift's current estimated arrival time.

MACS features include trip cancellation, trip confirmation and trip scheduling. Para llegar a MACS simplemente siga el menú al llamar a los números de la oficina de despachos o reservas. To use MACS you will need your client ID number and password.
Remember when using the MACS system that, if the estimated time of the arrival of your vehicle is more than 15 minutes later than the scheduled time, press “0” to talk to a dispatcher; don't wait.

MACS-WEB is also available and offers the same features as MACS. To access MACS-WEB, go to www.ridemetro.org.

¿Se Retrasó un Vehículo?

Confiamos en usted para hacernos saber si su vehículo está retrasado. Mientras más espere, más tiempo tomará para que nosotros respondamos. If the vehicle has not arrived at the scheduled time, call 713-225-0410 and talk to a dispatcher immediately. Repita este proceso cada 15 minutos hasta que reciba el servicio. Al comunicarse con METROLift de inmediato, ayuda a eliminar retrasos innecesarios en la provisión del servicio. Recuerde, no espere si su vehículo está retrasado.

¿No Viajará? ¿Hubo un Cambio a Último Momento?

If you know you're not going to be ready or find out at the last minute that you cannot go at all, please call 713-225-0410 to cancel your trip. Llame 60 minutos o más antes de su viaje. Si no llama o no se presenta para su viaje, éste se considerará como un "viaje perdido". METRO limits the number of No-Rides you can have in one month to 10.

In the event that we send a vehicle to your location and the driver cannot locate you, the driver will report the No-Ride to the dispatcher. El despachador registrará la llamada, verificará su información de viaje, y lo registrará como un pasajero que no ha viajado. El despachador pondrá en espera el resto de los viajes para el día en forma automática. Si usted llama después de haber sido registrado como persona que no viaja y aún necesita viajar, sus viajes serán reinstalados. Please call the Dispatch Office before the driver wastes a trip to your location.

No-Ride Policy 10-10-10

Un pasajero que no viaja perjudica definitivamente el sistema, pero si son muchos los pasajeros que no viajan, es nefasto para el sistema METROLift, ya que afecta al resto de los pasajeros, conductores y despachadores.

In a one month period, if you have 10 No-Rides equaling 10% or more of your total trips, METROLift staff will send you a certified and regular letter that suspends your riding privileges. The 10-day suspension will start on the 20th day of the month. El abuso continuo de la Política para Pasajeros que No Viajan, conducirá progresivamente a suspensiones más prolongadas hasta que, de forma permanente, se suspenda el servicio.

We realize that there are times when you cancel and the vehicle still arrives to pick you up. We strive to communicate with the driver to avoid this but sometimes it can't be done. If you cancelled your trips using MACS at 713-225-0410, or MACS-WEB at www.ridemetro.org, we have a record of your cancelled trips, and they will not count against you.

Process for Appealing Suspension of Service

Todas las apelaciones por suspensiones no permanentes, deben hacerse inmediatamente con el Servicio al Cliente al 713-225-0119. All non-permanent suspensions are issued by certified and regular mail before they become effective. METRO encourages patrons to provide information that may explain or clear the reason for suspension.

Si se le suspende el servicio de forma permanente debido a una excesiva cantidad de viajes perdidos o comportamientos que sean una amenaza para usted o para otros clientes, tiene derecho a apelar la decisión de METRO. All appeals must be received by METROLift within 60 days after you receive a certified letter of suspension.

Envíe las cartas de apelación a:
METROLift Appeals
P.O. Box 61429
Houston, TX 77208-1429

If a decision is not made within 30 days after receipt of appeal, the patron has the right to use the service until a decision is made. All disputes that cannot be handled by METROLift management will be forwarded to the METROLift Appeals Committee, comprised of an independent group of people with disabilities and advocates for people with disabilities.

¿Está Listo Temprano?

METROLift hará todo lo posible para enviar el vehículo temprano. “Ready Early” rides are not guaranteed and are not offered for any trip less than 90 minutes early. “Ready Early” rides will not be offered during peak hours or during inclement weather.

¿Tiene Algún Comentario sobre el Servicio?

If you have a comment, positive or negative, about METROLift service or a METROLift employee, please note the time and date, vehicle number, vehicle location, and then call METROLift Customer Service at 713-225-0119 (TDD 713-652-8969), Monday – Friday, 10a.m. – 5 p.m. Comments can also be received at the METRO Public Comment line for general information at 713-658-0180 (TDD 713-658-0180) 7 days a week, Monday – Friday 6 a. m. – 9 p.m., Saturday & Sunday, 8 a.m. – 8 p.m. Comments help METROLift staff improve service and are treated confidentially. On average, comments will be processed within 7 – 10 business days.

Calling Dispatch from a Pay Phone

When calling dispatch from a pay phone, dial our toll-free number at:
1-877-214-RIDE (7433).